Intel's Software Management Platform

Intel’s Software Management Platform

Designing a integrated software management tool to streamline the microchip development workflow

To drive the development of world-class technology, Intel relies on a sophisticated software management pipeline that ensures the quality of each microchip produced. Central to this operation are the internal tools designed to support interconnected processes and functions that enable the collaboration among engineers worldwide. My team’s mission was to gain insight into Intel’s internal customers through comprehensive user research and a usability assessment, and improve the experience through a new product concept. Through a co-creative process with users and stakeholders, we developed a product strategy that enhanced the software management platforms, creating efficiencies at the enterprise level.

*Due to the confidential nature of this project, sensitive terminology, information, and details have been intentionally edited and blurred out to preserve confidentiality and honor the terms of the NDA

Objectives

01.

Conduct user research to gain a comprehensive understanding of Intel’s global team of engineers, informing enterprise solutions and internal product development

02.

Perform a usability study on two existing enterprise solutions to assess usability, identify major pain points, understand needs, and uncover blockers, thus determining refinement opportunities and priorities

03.

Design a new product concept aimed at enhancing the software pipeline workflow, addressing issues identified in the usability study, and providing insights to the larger enterprise tool team

Project Snapshot

Our Process

User Research Methodologies

Surveys

We analyzed over 40 surveys, to map different user types and gather quantitative information on recurring needs and pain points. This informed our research plan and prioritization framework

User Interviews

We conducted 30+ interviews in 5 continents to get an understanding of the software management lifecycle, customer personas, jobs to be done, use cases and focus areas for both tools.

Usability Testing

We shadowed users using both tools while trying to achieve a primary task, noting behaviors, walk arounds and common uses

Focus Groups

Once feature concepts were developed, we went back to our user group to get direct feedback on potential solutions. This informed the final concept solution

Synthesis

Insights and foundations to design an integrated solution

Synopsis of Findings

Mapping the Ecosystem

To assess both tools effectively, we first built a comprehensive understanding of the current software release process through stakeholder interviews.

Understanding our Customer Personas

While Intel understood the different roles that utilize the system a deeper exploration allowed us to construct full customer personas and analyze their journeys and needs. The ability to characterize these different user types provided a more behavioral and user-centric approach towards our solution.

We established 8 key customer personas, 4 for each tool, including use cases, jobs to be done, pain-points and asks.

The AHA! moment came when we identified the ‘Connectors’, primary users of the system and enablers of the end-to-end workflow. If we could improve their experience, we would have an extended impact on all other users.

The Connector Customer Journey

Once primary users were identified, we constructed a detailed user flow to pinpoint core areas of frustration. This approach guided our focus group sessions, allowing us to delve deeply into specific pain points and ideate solutions to address them effectively. It also shed light on our stakeholder team, revealing the complexity of certain processes and the workarounds users employed to overcome previously unidentified blockers.

Key Insights

Disjointed Tool Functionality

However advanced in terms of enterprise requirements, the development of these tools has been ad-hoc and collecting features across the years. Disconnection of this features blocks the user and creates an incohesive experience
Undefined Input Process

The tools support multiple teams, who have developed individual input processes and standards. This lack of standardization hinders the ability to transfer info and trigger action on the next process owner, impacting project flows
Hidden Information

Users faced difficulties finding relevant information in their workflow. Despite being included as field parameters, it is often buried within the interface and hard to locate, even by proficient users. The visually heavy interface also leads to lost of focus and fatigue
Fragmented Project Sources

The tools generate output at different points in the workflow, but these are not centralized to a single repository. The result is fragmented information and scattered data across platforms, where relevant information is difficult to locate

Product Vision

Exploring potential solutions to consolidate a next generation platform

After presenting our final usability assessment, we developed 3 different product strategies that could upgrade the platform experience while addressing its usability issues. We held a final product definition workshop with the key stakeholders, outlining the impact and implications of each development. Facilitating this decision-making process ensured buy-in for leaders in the enablement team, and an understanding of the level of investment a new solution would imply.

Design and Usability Principles

Simplify & Breakdown

Implement intuitive and clean solutions that are easy to train, reduce frustration and workaround

Actionable Storytelling

Information that paints the full picture. All reporting should come in digestible formats that tells your what to do next

Predict behavior and error

Processes should reflect what’s been learned from users, and find efficiencies while helping avoid known mistakes

Progressive Disclosure

Reduce cognitive bias by disclosing the right information at the right time. Leverage user profiles to tell a tailored, action-driven stories

Train through visual language

Prioritize the use of a GUI to simplify complex information, improve navigation and searcheability

Follow Logic Systems

Make analysis and quick interpretation easier for users by leveraging common mental models, systems and conventions

Product Concept Proposal

A flexible end-to-end solution that supports all functions within the software management pipeline.

By integrating existing capabilities into a modern workflow and interface, we facilitate complex technical work.

The UX design reduces the need for interpretation and troubleshooting, while the new platform strategy enhances system optimization and improves the individual experience of thousands of users.

The design concept serves as a roadmap and reference for further design, development and implementation by presenting the experience of the full solution. It is focused on validated features, interactions and processes that address existing usability issues in the user experience.